Customer Service Representative - US REMOTE

As a Customer Service Representative at DXC Technology, you will be responsible for answering customer calls, addressing moderately complex inquiries, and directing calls to the appropriate personnel. Additionally, you will research customer questions, maintain accurate account history, and process incoming and outgoing mail. Your role also includes data entry, monitoring daily transactions, and preparing weekly client reports to ensure a high level of service.

To qualify for the Customer Service Representative position at DXC Technology, you need a high school diploma or G.E.D. Additionally, at least one year of customer service experience is preferred. Familiarity with phone and computer software, as well as good communication skills and problem-solving abilities, will also contribute to your success in this role.

The Customer Service Representative position at DXC Technology is fully remote, allowing you to work from anywhere in the United States. The company provides all necessary equipment including a laptop, docking station, monitors, and a headset to ensure you can perform your duties effectively from home.

The typical work schedule for a Customer Service Representative at DXC Technology is Monday to Friday, with core business hours from 8:30 AM to 6:00 PM EST. This structured schedule allows for work-life balance while ensuring you can meet client needs efficiently.

Essential skills for succeeding as a Customer Service Representative at DXC Technology include strong communication skills, analytical problem-solving abilities, and the capacity to work independently. Attention to detail and the ability to follow oral and written directions will also be crucial in meeting service level agreements.

When dealing with difficult customers, it's essential to stay calm and empathetic. I listen actively to their concerns, acknowledge their feelings, and ask clarifying questions to understand the issue fully. I then provide clear solutions or alternatives, ensuring follow-up if needed to show commitment to resolving their concerns.

I have used various help desk software and customer relationship management tools in my previous roles. I am comfortable navigating these technologies and quickly adapt to new systems, ensuring efficient support and record-keeping while assisting customers.

Once, a customer was unsatisfied with a service delay. I empathized with them and assured them I would investigate the matter. After looking into their account, I discovered a systems error and rectified it promptly. I updated the customer and offered a discount on their next purchase, which they appreciated, and they continued their business with us.

I prioritize tasks based on urgency and customer impact. I maintain a to-do list, assessing which issues need immediate attention, such as escalated customer calls, while scheduling time for routine data entry and follow-ups. This method allows me to remain organized and effective.

I make it a point to be familiar with the company's policies and procedures and regularly review them to stay updated. During my work, I consistently refer back to these guidelines, especially when interfacing with customers, to ensure compliance and integrity in service delivery.

I believe empathy is the most critical quality for a Customer Service Representative. Being able to understand customers' emotions and perspectives allows me to provide not only solutions but also a positive experience, which is essential in building trust and customer loyalty.

I stay current on product knowledge by actively participating in training sessions, reading internal communications, and communicating regularly with my team members. Additionally, I use customer feedback to understand common questions and areas where customers may need extra support.

To manage a high volume of calls effectively, I would use a structured approach: prioritizing urgent inquiries first, using call scripts for common issues to provide efficient responses, and making sure to document each call accurately for follow-up and quality assurance.

If I encounter a question I don't know the answer to, I would inform the customer that I need a moment to find the correct information. I would either research it while they are on hold or promise to get back to them. This shows I am dedicated to providing accurate information and helps build trust.

I want to work for DXC Technology because of its commitment to diversity and providing excellent customer service. The company's emphasis on employee development and its innovative approach to technology align well with my professional values. I am excited about the opportunity to be part of a team that prioritizes customer satisfaction and continuous improvement.